{"id":4804,"date":"2025-03-20T11:52:31","date_gmt":"2025-03-20T10:52:31","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=4804"},"modified":"2025-08-14T11:33:33","modified_gmt":"2025-08-14T09:33:33","slug":"agent-activity-in-zendesk-salesforce","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/agent-activity-in-zendesk-salesforce\/","title":{"rendered":"Agent activity in Zendesk &amp; Salesforce"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p>[<em>Reading time: 1 minute<\/em>]<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"overview\">Overview<\/h2>\n\n\n\n<p>In Zendesk and Salesforce, an icon of the activity of agent will change while he is using the INO cx integration. This icon change if an agent is online, in a call, handling an email, a messaging, or disconnected.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"584\" height=\"1012\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.20.11.png\" alt=\"\" class=\"wp-image-4828\" style=\"width:288px;height:auto\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Agents activities in Salesforce<\/h2>\n\n\n\n<p>Agents can have different activity statuses depending on their connection and ongoing interactions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In interaction<\/strong>: The agent is managing multiple interactions from different channels simultaneously.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"340\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.26.13.png\" alt=\"\" class=\"wp-image-4831\" style=\"width:120px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offline<\/strong>: The agent is not connected to INO cx. \u26a0\ufe0f The agent won\u2019t receive any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"116\" height=\"38\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/image-7-1.png\" alt=\"\" class=\"wp-image-4843\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Connected<\/strong>: The agent is logged in but not handling any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"278\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.24.29.png\" alt=\"\" class=\"wp-image-4832\" style=\"width:110px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>On a call<\/strong>: The agent is engaged in one or more voice interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"252\" height=\"82\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.08.png\" alt=\"\" class=\"wp-image-4833\" style=\"width:110px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling emails<\/strong>: The agent is processing one or more email interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"262\" height=\"74\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.29.png\" alt=\"\" class=\"wp-image-4834\" style=\"width:110px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling messaging<\/strong>: The agent is responding to one or more messaging interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"354\" height=\"86\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.59.png\" alt=\"\" class=\"wp-image-4835\" style=\"width:120px\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Agents activities in Zendesk<\/h2>\n\n\n\n<p>Agents can have different activity statuses depending on their connection and ongoing interactions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In interaction<\/strong>: The agent is managing multiple interactions from different channels simultaneously.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"96\" height=\"94\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.47.png\" alt=\"\" class=\"wp-image-4823\" style=\"width:60px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offline<\/strong>: The agent is not connected to INO cx. \u26a0\ufe0f The agent won\u2019t receive any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"36\" height=\"35\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/image-8.png\" alt=\"\" class=\"wp-image-4844\" style=\"width:50px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Connected<\/strong>: The agent is logged in but not handling any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"88\" height=\"84\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.15.26.png\" alt=\"\" class=\"wp-image-4824\" style=\"width:50px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>On a call<\/strong>: The agent is engaged in one or more voice interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"82\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.15.49.png\" alt=\"\" class=\"wp-image-4825\" style=\"width:50px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling emails<\/strong>: The agent is processing one or more email interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"86\" height=\"88\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.13.png\" alt=\"\" class=\"wp-image-4826\" style=\"width:50px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling messaging<\/strong>: The agent is responding to one or more messaging interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"86\" height=\"82\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.33.png\" alt=\"\" class=\"wp-image-4827\" style=\"width:50px\"\/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 1 minute] Overview In Zendesk and Salesforce, an icon of the activity of agent will change while he is using the INO cx integration. This icon change if an agent is online, in a call, handling an email, a messaging, or disconnected. Agents activities in Salesforce Agents can&#8230;<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[108],"ht-kb-tag":[],"class_list":["post-4804","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-integration"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=4804"}],"version-history":[{"count":10,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804\/revisions"}],"predecessor-version":[{"id":4943,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804\/revisions\/4943"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=4804"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=4804"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=4804"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}